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Mystery Shopping

For service to make a difference to your company, customer service excellence must be ingrained within the core of your company so that it is second nature to every employee. Therefore, tied in with a customer loyalty and employee engagement programme, mystery shopping can be a powerful tool to enable service excellence.

Mystery shopping is typically used to gather immediate feedback on the ‘real’ customer experience by testing the system with a supposed query or purchase. Typically, mystery shopping is used to test:

  • The speed with which phones are answered/mystery shopper is greeted
  • The length of time it takes to get through to someone who can help a sales query
  • The courtesy/friendliness of the sales or customer service assistants
  • The knowledge and skill of the sales or customer service assistants
  • Whether or how the employee attempted to close the sale
  • The total time taken to ‘process’ the customer (speed of service)
  • Cleanliness of store/ sales or customer service assistants

Deep See’s mystery shopping offering incorporates a multitude of different methods that are tailored to your requirements, including:

  • Mystery telephone calls
  • Mystery web ordering
  • Mystery mail orders
  • Mystery video shopping

For more information on how Deep See’s mystery shopping services can help identify and pinpoint key touchpoints in the customer journey, please contact us.

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